Senior Manager, Radical Hospitality Programs

Tecovas was founded with the simple goal of making the world’s best western boots, apparel, and leather goods - and selling them at a fair price. We are a brand revolutionizing a category and welcoming first-time boot buyers and Western enthusiasts alike. **Tecovas** is looking for a Senior Manager, Radical Hospitality Programs to help scale Radical Hospitality across our growing fleet of stores and ensure the full customer journey feels consistent, thoughtful, and distinctly Tecovas – from the first welcome on the salesfloor to the follow-up, and feedback that builds loyalty during and after each visit. Reporting directly to the Senior Director of Retail Operations, this role leads the execution, continuous improvement, and performance of four interconnected customer experience programs that enable and validate Radical Hospitality in-store: Service Experience, Hospitality, Clienteling, and the Customer Survey & Review Program. As the Senior Manager, Radical Hospitality Programs, you'll translate customer experience strategy into scalable programs, standards, tools, and metrics while partnering across the business to deliver Radical Hospitality consistently in every store. This role is required to be based in Austin, TX. Candidates must either be currently located in or willing to relocate to Austin, TX. **What you’ll do:** **Leadership & Strategic Execution** - Lead the execution and continuous improvement of customer experience programs that support Radical Hospitality across the retail fleet. - Translate customer experience strategy into clear store behaviors, tools, routines, and measurable outcomes. - Build scalable processes and feedback loops connecting customer insights, training, field execution, and continuous improvement. - Partner cross-functionally to implement customer journey initiatives across Retail Operations, Training, Visual Merchandising, Technology, Marketing, and Field Leadership. - Balance day-to-day execution with longer-term program improvements that enhance both customer and employee experiences. - Lead, coach, and develop direct reports while building team capability and operational excellence. **Service Experience** - Lead execution of the in-store customer experience from first impression through checkout. - Develop and continuously improve front-of-house standards for greeting, zoning, mobile device usage, BootRunner, and customer engagement. - Partner with Visual Merchandising to ensure the physical environment consistently supports the desired customer experience. - Evaluate customer and field feedback to recommend and implement improvements to salesfloor execution. **Hospitality** - Partner with the Hospitality Manager to innovate and evolve hospitality programs, seasonal initiatives, corporate partnerships, and service offerings. - Manage gifting, gift wrapping, and other experience-enhancing programs while identifying opportunities to improve the customer experience. - Support the implementation and operational consistency of hospitality initiatives across the retail fleet. Including optimizing customizations and improving the in-store experience related to these initiatives. - Measure program performance and recommend enhancements based on customer feedback and business results. **Clienteling** - Lead execution of the clienteling program and operating model in partnership with Retail Operations and Technology. - Monitor KPIs and continuously improve adoption through performance reporting and field feedback. - Partner with Training to embed clienteling behaviors into everyday store operations. - Identify opportunities to strengthen long-term customer relationships through improved tools, processes, and execution. **Customer Survey & Review Program** - Lead execution of the customer feedback program, translating customer insights into operational improvements. - Manage review platform strategy across Google and Yelp in partnership with cross-functional stakeholders. - Identify trends and opp…